Linking with the SailPoint for Service Desk Application

If you have both the SailPoint Identity Security Cloud for Service Catalog and SailPoint for Service Desk store applications installed on the same ServiceNow instance, you can link the tickets created by both of these applications. The default set up links both of these tickets using the parent field on tickets created by SailPoint for Service Desk so you can use Out Of The Box (OOTB) related lists to show the linked records on requested items created by SailPoint Identity Security Cloud for Service Catalog.

Set-up for the SailPoint Identity Security Cloud for Service Catalog application

Sign in to your ServiceNow instance as an administrator, and go to SailPoint Identity Security Cloud for Service Catalog > Setup.

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Scroll on the page to find the Specify the field name that will be used to store access request ID from SailPoint property.

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The default value is set to correlation_id. Update the value to a different field from the Requested Item table (sc_req_item), if you are using correlation_id for another integration.

Note
The value in this field will be overwritten by the integration, so you must ensure the value is not used by any OOTB or custom code.
Select Save, and follow the steps mentioned for Linking with SailPoint Identity Security Cloud for Service Catalog.

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Linking with the SailPoint for Service Desk Application

Set-up for the SailPoint Identity Security Cloud for Service Catalog application

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